Due to the language barrier, you can easily run into some trouble about your orders, shipping, returns, money .etc when you buy directly from Taobao.
Contacting the Taobao customer service department is the best way to solve your problem, but it is not an easy thing. In fact, it can be difficult to even locate contact information for Taobao anywhere on the website.
To assist you, here are several ways you can get in touch with Taobao customer service when you have a problem with Taobao.
1. how to contact Taobao
Contacting Taobao customer service is not an easy thing, not only for foreigners but for domestic users as well.
Taobao used to offer English online forms and email support, but both have been discontinued in the last two years.
Now for a foreigner who doesn’t speak Chinese, you can only reach them via local phone or social media.
Taobao phone support number:
Hong Kong
- phone number: (852)30183610
- working time: Monday-Sunday,9:00-18:00
Taiwan
- phone number: (886)277054306
- working time: Monday-Sunday,9:00-18:00
Singapore
- phone number: (65)31633159
- working time: Monday-Sunday,9:00-18:00
Malaysia
- phone number: (60)392125564
- working time: Monday-Sunday,9:00-18:00
Australia
- phone number: (61)383738606
- working time: Monday-Sunday,7:00-18:00
Other areas
- phone number: (852)30183610
- working time: Monday-Sunday,9:00-18:00
When you are from”Other areas”, before making the calling, please notice that it is not a toll-free, it is a HongKong phone number, so the rate will not be cheap.
Taobao sometimes changes the phone number, you can check the original Taobao customer support page here to make sure the contact number is not outdated.
Taobao social media
Their Facebook page is https://www.facebook.com/sea.taobao/ or https://www.facebook.com/taobao.global/
On Instagram, they’re — https://www.instagram.com/taobao.official/
On Youtube, here is the link to their channel.
2. how to contact Alipay
when you have problems with your money, payments, refund, bank account, then you need to contact Alipay to solve it.
Alipay phone support number:
Taobao and Alipay share the same phone number, so you can call the Taobao support phone number, after getting through, choose service language and Press “1 “to talk with Alipay support.
Alipay livechat support:
Step 1
Click this link to go to live chat page
Step 2
Copy&paste Chinese keywords”人工客服” in the Dialog and click the grey “发送” button to send this query to their system.
“人工客服” means live human support, so this step is to tell alipay you need to chat with a real person.
Step3
Now you will see a blue button with text”连接在线客服”,
Click it and the system will connect you with an Alipay customer support member, and then you can chat with them in English or Chinese.
Hopefully, your issue will be resolved quickly and easily.
3. how to contact your forwarder warehouse
Warehouse plays a key role during the whole Taobao shopping process, your orders will be shipped from seller to warehouse, then from warehouse to your address.
If you are a newbie, you most likely will run into some problems related to it. So It is important you know how to contact the guys there.
contact your warehouse via Your Order management page.
Step 1
Log into your Taobao account, Click [跨境物流管理(cross-border logistics management)] in the upper right corner of Taobao homepage or click here.
Step 2
On the [待集运订单(To be shipped)] tab, you need to select your forwarder(by default, it is 官方配送服务),
you can click [集运操作咨询(Consolidation Consultation)] or [问题咨询(Problem Consultation)] to contact forwarder Customer Service.
or On the [物流订单(Logistics Order)] tab, click on the blue icon to consult with the forwarder Customer Service.
contact your forwarder warehouse via LiveChat
Click the following forwarder link to have a live chat with them, if you are not sure which forwarder you are using, check it from this page.
Region | Forwarder warehouse | ||
United States | 集运空运 | ||
Canada | 官方集运-空运 | ||
Australia | 官方集运-海运 | 官方直送 | 官方集运-空运 |
New Zealand | 集运-4PX递四方速递 | 集运-中通速递 | |
Japan | 集运-4PX递四方速递 | ||
Singapore | 官方集运-海运 | 官方集运-空运 | 官方直送 |
Malaysia | 官方集运-海运 | 官方集运-空运 | 官方直送 |
Hong Kong | 菜鸟-官方直送 | 菜鸟-官方集运 | 集运-顺丰速运 |
Macau | 官方直送 | 集运-顺丰速运 | |
Taiwan | 官方集运-海运快递 | 官方集运-空运 | 集运-4PX递四方速递 |
4. how to contact your Taobao seller
In order to contact the seller, you need to download a software called aliwangwang(阿里旺旺), it is the official chat app.
They have windows, mac, ios, and Android versions, you can download them here.
contact seller on the product page
After logging in to Ali Wangwang, go to the product page, click the blue icon on the right corner of the page.
Contact seller from [已买到的宝贝(purchased)] page
If you have placed an order, go to the on the [已买到的宝贝(purchased)] page you can find the seller aliwangwang right next to the order number.
AliWangwang is the official chat software on Taobao. if there is a dispute in the transaction, you can provide a screenshot of your chat history as valid proof.
Don’t add the seller’s WeChat id if you don’t know him!!
713 thoughts on “How to Contact Taobao Customer Service”
Hi Eric,
My stock were detained in Malaysia custom since 13/03/2017 until now (21/03/2017) no further update, check with forwarder a few times, they said no further instruction from Malaysia Custom(2017-Mar-13Mon.18:25:07【海外】送关) and ask me to check with them later. Can I request to refund because the deadline for refund will end soon?
View Commentno,even if you request the refund,the seller will not approve the request because he has already sent items to the warehouse.
View CommentHallo eric, taobao already accept my refund, but after check my acc no refund money in my acc.. but in taobao details 6/3/19 refund successfull. where the money go? how to find the money?
View CommentHi Eric!
I got my old mobile phone stolen and want to change my taobao phone number. But When I try to do so in my account settings, it sends a verification code to my old phone…
How can I change my taobao phone number without using my old phone??
Thanks a lot in advance for your help 🙂 🙂 🙂
View CommentHello !
View CommentOn 03.10.2017 I bought a classical wearing for about 30$ from taobao, So taoao system took 30$ from my visa card!!! BUT, after 3days I gto a message from the bank where my visa card was taken, In the message it was told that taobao system is requiring 30$ again and it was showing processing(However by that period I did no purchase for 30$ and I was shocked) !!! The bank told me to connect with taobao system, because their system is requiring 30$, How can I contact with Taobao support service system Please help !!!!
you can live chat with them.
View CommentHi Eric, How to live chat with Taobao?
View CommentHi, I am living in the U.S and I can not speak or understand Chinese. I purchased an item on Taobao using my Visa card. The seller sent me a wrong one. The seller agree to issue a refund. The taobao web page sais that my refund was successful but I need to verify my account on Alipay or something. I can not do that because it does not accept my foreign Visa. Do you know how can I get my refund? Please help. Thank you.
View Commentyou need to call their customer service.
View CommentHi,
My order status says delayed lined haul since 3 Mar 2017.
But my forwarder ZTO show me the status that tha parcel has arrive in singapore.
Just wanna check if it will eventually come to my house address, or i will never get my parcel.
Should i call for refund or? order number is 3157743888091053
Thank you.
Best regards,
View CommentJiabei
how do i merge order? is it automatically calculated? where can i find “Orders to be consolidated(添加合并)”?
View CommentHi. Singapore here. I’m unable to add in every single card of cards from DBS / POSB, debit card. May I know what’s the reason? I tried so many times already. None is working.
View CommentHi ~ i have a question . Last 2 day ive requested a refund and it seems the process has completed ?
Ive checked the refund status . It says
因您支付宝账号身份验证问题,退款资金如果退回余额后将无法直接使用
退款发往银行
03月02日14点30分
银行处理
预计03月03日14点30分
银行入账
预计03月03日14点30分
It means that it will be credited into my alipay but i cant use it due to the verification issue am i right ? if its that case , how am i suppose to transfer the money to our local bank ?
May i know what should i do now ? confusing as I cant really read chinese .
Thank you in advance !
View Commentdon’t worry,money will be transferred to your bank account.
View CommentI have credit in my account due to a refund previously. However, I am unable to get a refund as they claim that my account belongs to a third party china account. I am also unable to use the credit to purchase due to that. They have asked me to call their international customer service but I am unable to get through.
View Commentwhen did you call them?try to call them at their work time.
View Commentthey ask me to call Alipay international service center +8657195188. I called last week (a few times) during office hrs but apparently the number does not exist. Any idea how I can contact them or get my refund from Alipay?
View Commentthat number is outdated,try this one I just got from the taobao customer service : (852)22155300 or (852)30183610 .
View CommentTaobao is not allowing us to file any Trademark Infringement claims on Alibaba plataform. We are registered and trademark is approved. We used to be able to do it but this year it has been impossible. When we are going to do the report it does not go through. Website is not clear and does not offer more information. We would like to know if Taobao is not provinding any support to complaints for Infringement Trademark claims. Thank you for your time.
View Commentalibaba has a page to submmit complaints like this,it has English verions of page.
https://ipp.alibabagroup.com/index.htm
View CommentAmazing article! thank you so much! Just what I was looking for – live chat support. Do you happen to know if they refund delivery fees too for items that have not been sent? Cause that’s what the customer service agent told me that they would, but I saw somewhere that they won’t, kinda confusing on this part.
View Commentwhy the item has not been sent to you?if it is forwarder’s responsbility,then they will refund delivery fee.
View CommentHi Eric,
I ordered shoes from Taobao, but forgot to add shipping costs to Europe. Now the sender wrote me a message to increase the transport costs. How can I add the transport costs? Already paid for the shoes.
View Commentyou can requst a link from the seller to pay for the shipping cost.(给我一个支付运费的链接)
View CommentHi eric , i have the same situation , but little different , (I have placed my order and paid and I forgot to choose freight forwarder house) , now the seller is asking me for a Chinese address , now for three days i was searching in taobao on how I can add freight forwarder but I didn’t find.
Second thing , i ask the seller to send the items to my address and he agree , is it safe …. and how I pay him .
View CommentHi
My supplier sent my order to wrong address? What i do? Since I already ask for refunds. but the supplier refused. Please help me.
View Commentyou should contact your warehouse to send item back and then request a refund.
View CommentHi recently I ordered a dress from Dao Bao china through my friend’s account. The dress has a hole on the shoulder part and I asked for shorter sleeves and they gave me Long sleeves. Very disappointed, will never buy anymore, I might as well buy from my own country! And plus the shipment etc, it’s not worth it! I take it as an experience and will never buy anything from the website ever again especially from Dao Bao!
View CommentI want to buy the item in taobao?? But dont know how they work?
View Commentuse this guide:https://www.howtotao.com/buy-from-taobao/
View CommentI had ask for taobao direct , but one of the item been cancel & seller already refund. but the rest of the item still at warehouse & no shipment out. Who do I contact or any email to ask them?
View Commentyou need to contact your forwarder,let them know about this.
View Comment